Enhancement Process - Planning? Key Issues– When will a XXX feature be delivered in the YYY release?? Can’t answer, since releases are date-driven and based on priorities that are determined at beginning of release planning process

Escalation Process? Key Issues– Patch and release management? Engineering fixes are for verification purposes only, not for distribution or deployment; tech support will not support an engineering fix? Patches are supported by tech support ? Every 60-75 days fixes will ‘roll up’ into a patch ? A patch is identified by its version: 4.5 refers to the ‘major release’; 4.5(2) refers to patch 2

? Outputs– target patches and major releases – documented fix list for every patch and major release

Bug Process? Key Issues– When will xxx bug be fixed?? For showstoppers that slip pass QA, immediate attention is given - a very rare circumstance? For non-showstopper level bugs, can’t answer since fixes depend on number of higher priority bugs in system, which can change from day to day